An update from us on COVID-19 (Coronavirus)



Date: 31/03/2020



Kia ora everyone,

Great news, we can now deliver the essentials to your door.

We’re making this as easy and as safe as possible by doing this online at thewarehouse.co.nz and our app with our no-contact home delivery. Our stores will remain closed for now.

We’re only able to deliver essential items at the moment, see the full list of essential items here.

You can still browse our full range and add non-essential items to your wishlist for later.

We believe all New Zealanders deserve a place to get affordable family essentials and we are proud to be able to support your whanau and our communities during this time.

The Government’s plan to slow the spread of COVID-19 has our full support and therefore we will be ensuring we follow all guidance they provide in how best to keep our teams, whānau, and communities safe.

If you have an outstanding order placed prior to the Alert Level 4 lockdown, we will deliver it once we’re back up and running. Learn more about your options here.

Please stay safe whilst we focus on getting kiwis the afforadable essentials they need.



Ngā mihi nui, 

The Warehouse



if you need more information about COVID-19 (Coronavirus) and how to stay safe, visit covid19.govt.nz



Delivery Order Update

If we were unable ship your order before temporary closure, you have a couple of options:

Await delivery after we re-open. As soon as we are able to resume deliveries, we will prioritise all deliveries on hold and ship to you as soon as possible.

Cancel your order. If you would like to cancel your order, please email us at OnlineEnquiries@thewarehouse.co.nz and be sure to include your order number.

If you have placed an order pre-lockdown that contains essential items, contact our team on onlineenquiries@thewarehouse.co.nz or 0800 733 665 and we will cancel your previous order and place a new order for you.

Click & Collect Order Update

If you were unable to collect your order before temporary closure, you have a couple of options:

Pick up when we reopen. If you have been notified your click and collect order is ready for pickup, and you weren’t able to pick it up prior to closure, it will be available for pickup when we reopen.

Cancel your order click and collect. If you would like to cancel your order click and collect order, please email us at OnlineEnquiries@thewarehouse.co.nz and be sure to include your order number.

If you have placed an order pre-lockdown that contains essential items, contact our team on onlineenquiries@thewarehouse.co.nz or 0800 733 665 and we will cancel your previous order and place a new order for you.



Frequently Asked Questions

What are counted as 'essential' items?

Essential items are products we sell that the government has classified as 'essential' to the well being of whānau and communitities in New Zealand during COVID-19 Alert Level 4.

You can find all the essential items we provide by visiting the 'Essentials' category here.

What happens if I place an order now?

If you place an order now for essential items we'll deliver it to you as quickly as possible.

See our essential items range here.

At this stage we are only able to offer delivery on orders (no Click & Collect option available at this stage). All our deliveries are "No-Contact" in partnership with NZ Post.

We will coordinate any oversized deliveries directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

When will I get my order?

Essential items will be delivered as quickly as possible, usually within 2 - 4 business days. See our essential items range here. If you placed an order prior to the lockdown period, please review your options here.

When will I be charged for the order?

You will be charged at the time of placing the order as the items you have ordered will be allocated to you.

Can i order over the phone?

We can take your order over the phone.

If you’d like to get your essential items but aren’t able to order online, we’d love to help you with a secure phone order.

Please call us on 0800 733 665 from 8am - 6pm, any day of the week. We’ll deliver to you as soon as possible.

We’ve got some temporary limits on stock.

We’re anticipating high demand for certain items. To help make sure everyone has a fair chance to get what they need, we’ve put some temporary limits on some items. You’ll see these identified on their product pages.

Why are the stores closing?

We are closing all stores in support of the NZ Government's proposal to move the country to COVID-19 Alert Level 4, which requires the closing of all non-essential businesses.

You can still shop online for essential items and we'll deliver those to you as quickly as possible.

See our essential items range here.

Are all stores closing?

All our physical stores will be closed.

You can still shop online for essential items we'll deliver to you as quickly as possible.

What will happen to my order if I have already placed it?

If you placed an order PRIOR to the Alert Level 4 closures please find information below:

Delivery Order Update

If we did not manage to ship your order before our temporary closure, you have a couple of options:

Await delivery after we re-open. As soon as we are able to resume deliveries, we will prioritise all deliveries on hold and ship to you as soon as possible.

Cancel your order. If you would like to cancel your order, please email us at OnlineEnquiries@thewarehouse.co.nz and be sure to include your order number.

If your order contains essential items that you need then you can contact us via email us at OnlineEnquiries@thewarehouse.co.nz and our team will try and arrange for the essential items to be shipped out to you. Please remember to include your order number in the email.

Click & Collect Order Update

If you were unable to collect your order before temporary closure, you have a couple of options:

Pick up when we reopen. If you have been notified your click and collect order is ready for pickup, and you don't want to pick it up, it will be available for pickup when we reopen.

Cancel your order click and collect. If you would like to cancel your order click and collect order, please email us at OnlineEnquiries@thewarehouse.co.nz and be sure to include your order number.

If your order contains essential items that you need then you can contact us via email us at OnlineEnquiries@thewarehouse.co.nz and our team will try and arrange for the essential items to be shipped out to you via home delivery. Please remember to include your order number and home delivery address in the email.

How long do you expect the stores to be closed for?

The stores will remain closed for as long as we remain on Alert Level 4. At this stage we do not have a date for reopening.

How will I know when stores are opening again?

We will keep you updated with any changes here. You can also subscribe to our emails here to receive updates.

Can I still order online?

Yes, you can still shop online and via the app for essential items.

We'll deliver essential items to you as quickly as possible.

See our essential items range here.

Can I still use Click and Collect?

Unfortunately, Click & Collect is currently not available.

Can I still book services such as assembly or home installation?

Unfortunately our services are not currently available.

Can I cancel my order?

If you would like to cancel your order, please email us at OnlineEnquiries@thewarehouse.co.nz and be sure to include your order number.

What will happen to my item if I have sent it in for repair?

You will be able to pick up your item once we make sure the repair is complete and our stores reopen.

What will happen to my booking for services that I have already made?

Service bookings will need to be rescheduled. Please contact our team once our stores reopen to arrange a new appointment.

How do I return a product during self-isolation?

You can return your item once we reopen our stores. Due to the COVID-19 lockdown our 60 days return policy will be from the date our stores reopen not the date of purchase. For further details on our full returns policy please click here.

Our team is staying safe and shipping safe.

This is how our fulfilment centre team are staying safe:
- Regular washing of hands, including before and after each break
- Regular sanitising of hands, including every time staff enter the packing area
- Social distancing with a minimum 2-metre separation
- Use of Personal Protective Equipment (PPE) for packers and drivers
- Minimum 15-minute breaks between shifts and split breaks for all staff to ensure social distancing is adhered to
- All work areas cleaned and surfaces sanitised between shifts
- Only two entry points onto the site per shift, where anyone must use hand sanitiser on entry
- No external visitors on site

You can browse our full range anytime.

Items which are non-essential can be browsed and added to your wishlist for later.

Contactless delivery for everyone’s safety.

We’re shipping with safety in mind. NZ Post deliveries will be left at your door.

We will coordinate any oversized deliveries directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

Our Everyday Low Prices aren’t changing.

Making essentials available means keeping them affordable. Our low prices are staying in place - no sales or promotions necessary.